topic Re: New Phone Delivery in Orders

New Phone Delivery

Ta941 — Tue, 13 Aug 2024 13:37:59 GMT

Hi, I ordered a new phone last Thursday (8th August) and phoned on Friday morning to confirm everything. It all went through smoothly and I got an email to confirm my order and to say it was on it's way. The EE online tracking says that it was dispatched on Friday (9th) and the lady on the phone said that I would receive it yesterday. However there is still no sign of it and I haven't received any communication from DPD at all. Can someone help?

Re: New Phone Delivery

killyouridols08 — Tue, 13 Aug 2024 13:53:18 GMT

Have your tried tracking it in the DPD app, I find it usually updates quicker? Set up an account in the app using the email that EE have on account for you and it SHOULD automatically appear.

Re: New Phone Delivery

Ta941 — Tue, 13 Aug 2024 15:22:05 GMT

Thank you for your reply! I've been trying to install the DPD app all day, everytime it says it will text me a pin and never does. Now that page just keeps saying that there is an error.

Re: New Phone Delivery

Ali_A — Tue, 13 Aug 2024 16:27:44 GMT

Thanks for joining us on Community @Ta941

If you're struggling to set up the DPD app, you can track your delivery on the DPD website using the Parcel Tracking number.

If you don't have this, or you have an error message when trying to track your parcel, it would be best to call Customer Service on 150 so a member of the team can look into the latest update for you.

Ali

Re: New Phone Delivery

Ta941 — Wed, 14 Aug 2024 10:08:36 GMT

Thank you for your reply. I don't have an EE phone currently so which number is best to ring? Every time I phone I don't know which numbers to select because there isn't an option for my situation.

Re: New Phone Delivery

Ali_A — Wed, 14 Aug 2024 10:11:26 GMT

@Ta941

You can call customer service team on 08009566000 from any other phone

Ali

Re: New Phone Delivery

Ta941 — Thu, 15 Aug 2024 18:02:37 GMT

Hi,

I ordered an iPhone 14 (starlight) this morning, and I got the confirmation "On it's way" email and another direct debit email. However when I have tried to track the parcel this evening it comes up with the error message saying that it can only track pay monthly phones, which is what it is.

I've already had one failed delivery at the beginning of the week so I'm starting to panic now.

Can anyone help?

Re: New Phone Delivery

Ta941 — Thu, 15 Aug 2024 18:50:49 GMT

Hi,

I ordered an iPhone 14 (starlight) this morning and had the "On it's way" confirmation email and another direct debit email. However when I try to track the parcel it comes up with the error message that it can only track pay monthly phones, which is what it is.

I have already had a failed delivery with a different phone at the beginning of the week, so I'm starting to panic.

Can anyone help?

Re: New Phone Delivery

Chris_S — Fri, 16 Aug 2024 08:27:17 GMT

Hi @Ta941 Great choice of phone there, I'm a big fan of Apple phones myself.

You'll be able to track the order through DPD when you get a text from them, usually on the morning of the delivery date, have you received that message from them yet? Chris S

Re: New Phone Delivery

Ta941 — Fri, 16 Aug 2024 08:32:13 GMT

Thank you for your reply!

I phoned DPD this morning and she gave me the parcel number because I've had no contact from them. On the tracking service it says it's due to be delivered today, but I haven't got a pin? And the DPD app won't work.

Re: New Phone Delivery

Chris_S — Fri, 16 Aug 2024 08:41:44 GMT

Oh I see @Ta941 could you tell me a bit more about what's happening with the DPD app please? Are you getting any error messages when you try to view your delivery?

Re: New Phone Delivery

Ta941 — Fri, 16 Aug 2024 08:50:54 GMT

So basically, I signed up with my email, and then it tells me to insert my phone number and post code and then it will send a pin via text for my to verify my account but the pin never arrives.

Re: New Phone Delivery

Chris_S — Fri, 16 Aug 2024 08:54:00 GMT

Oh I see, thanks for letting me know @Ta941 Do you have any spam folders for your text messages at all?

Re: New Phone Delivery

Ta941 — Fri, 16 Aug 2024 09:58:00 GMT

No they're all in the same place

Re: New Phone Delivery

Chris_S — Fri, 16 Aug 2024 10:11:55 GMT

Thanks @Ta941 Could you have a look in your emails please, just to see if they've sent the message to your email?

Re: New Phone Delivery

Ta941 — Fri, 16 Aug 2024 12:53:20 GMT

Yeah they definitely haven't sorry.

Do I definitely get the pin from DPD and not EE?

Re: New Phone Delivery

Ali_A — Fri, 16 Aug 2024 15:26:24 GMT

@Ta941 When setting up the DPD app, DPD will send you a PIN as part of their own security verification process to ensure you are the owner of the number you are trying to link to the app.

As you're struggling to receive the DPD app-setup PIN, you'd need to contact DPD directly so they can look into this for you.

This is separate from the Delivery PIN that may be required when the driver arrives with your parcel.

Ali